Disclaimer: The majority of these errors occur due to your violation of Meta's policies. Kindly follow these rules for a seamless experience with AiSensy.

There might be times when you face errors in the AiSensy platform but don't know why they occurred or how to resolve them!

Whether it be errors in broadcasting, Live Chat, or another AiSensy feature, you'll find exactly why these errors are happening to your AiSensy dashboard, in this document.

So, let's get started.

This issue occurs when you try to send a broadcast to users above your broadcasting limit. Example: If you are currently in WhatsApp Broadcasting Tier 2, i.e., 10,000 users, and you try sending a broadcast to 11,000 users, you will see a warning on your screen just above the "Send Now" button that says, "Audience size exceeding the remaining quota, some messages may not be delivered." For reference, view the image attached below👇

If you continue to send the broadcast to all 11,000 users, 1000 messages will fail to deliver and will be shown under the Failed Messages section of that campaign. That's why it's recommended to send broadcasts only to users within your broadcast limit to avoid such an error.

Solution

To send broadcasts to unlimited users, here's how you can upgrade your WhatsApp Broadcasting limit.

This error shows when Meta restricts your WhatsApp Business API account because too many of your previously sent messages were blocked or flagged as spam.

If you're sending too many messages to the same audience or if you're sending messages to users who haven't opted into your WhatsApp updates, there are higher chances these users will block your account or report you as spam.

When this happens, Meta considers your messages as spam and if this continues, they might restrict your account.

If your account is restricted and you try to send a WhatsApp broadcast, all messages will fail to deliver and the reason will show as "Spam rate limit hit."

Solution

If your account has been temporarily blocked or restricted, there are chances you might have violated a platform policy.

See the Policy Enforcement document to learn about policy violations and how to resolve them.

Solution

If this issue happens to you, kindly Contact us and we'll raise a ticket from our end to Meta to get your account live again.

If you encounter the issue "Invalid parameter", you might have misspelt the parameter or used it wrong.

Solution

To prevent an Invalid parameter issue, check whether you've correctly enclosed the parameter or not!

Read this guide on how to correctly use a parameter in AiSensy app.

If you see the issue "user's phone number is part of an experiment" as a reason under failed messages, this means that the user to whom the message failed to sent was a part of an experiment from Meta.

You won't be able to send messages to these users for 24-48 hours. However, do note that these users might still receive messages from other brands since they are not a part of an experiment for every brand that sends them a WhatsApp message.

If you encounter the issue "Required parameter is missing," you might have misspelt the parameter or used it wrong.

Solution

To prevent this issue, check whether you've correctly enclosed the parameter or not!

Read this guide on how to correctly use a parameter in AiSensy app.

If the error shows "Service unavailable", it means that Meta's servers are currently running down.

Solution

Check the WhatsApp Business Platform Status page to see API status information before trying again.

Reasons for this error include:

Using a non-WhatsApp communication method, ask the WhatsApp user to:

In case you face an error related to your payment method, it might be that you haven't set up your billing method correctly for your WhatsApp Business account.

It might be possible that you accidentally removed your WhatsApp API provider from Facebook Business manager as a payment method for the API. For resolution, connect with support.

Here are a few common problems due to which this error happens:

Solution

If this issue happens to you, kindly Contact us and we'll raise a ticket from our end to Meta to get your account live again.

In case you're unable to upload a media item, it might be that you're uploading an unsupported media type.

Solution

We recommend that you inspect any media files that are causing errors and confirm that they are supported. For more info, check which media files are supported along with their maximum upload size
​

For example, in UNIX, you can use file inspection via the command line to determine its MIME type:

file -I rejected-file.mov

You can then confirm if its MIME type is listed in our list of supported media types.
​

For more reliable performance when sending media, refer to Media HTTP Caching and uploading the media.

If while sending a broadcast, you face the issue "Template does not exist," it might be happening because the template does not exist in the specified language or the template has not been approved.

Solution

The possible solutions in this case include making sure that your template has been approved and that the template name and language locale are correct. Please ensure you follow the message template guidelines.

If your active WhatsApp API campaign gets paused, it might be that Meta has disabled or paused the template message due to users blocking the template or some issue with the template message.

Solution

The solution here is to Edit the template to improve its quality and run the API campaign or WhatsApp broadcast once it is approved.